If you are a retailer, you are likely struggling to keep up with the ever-growing expectations of your shoppers. Today, 75% of shoppers want personalized offers and 73% will switch brands for a better shopping experience, according to the Connected Shoppers Report. With this in mind, Salesforce decided to take action to help retailers understand who these shoppers are as well as how they can evolve their own operations to meet and exceed these growing expectations.

Check out our latest podcast episode of the Marketing Cloudcast to learn more:

This week’s episode features Rick Kenney, Head of Consumer Insights at Salesforce. You may remember when he shared insights with us around the 2017 holiday season. Rick’s experience sits at the intersection of commerce and marketing. He’s been at Salesforce for eight years and  been living and breathing retail alongside our retail customers of all shapes and sizes from the very start. (So, let’s just say, he knows a thing or two about retail!)

Today, Rick will be giving us a sneak peek into the insights found in our recently published Shopper First Report. This second annual report is unique in that it captures first-hand insights from the eyes, voices, and actions of actual shoppers. And we’re talking a lot of shoppers. We  started by looking at the behaviors and actions of over 500 million shoppers, including over 200 million service cases. Then, we fielded a survey across 6,000 shoppers from all around the globe.

But we didn’t stop there. We wanted to get some serious hands-on insights as well to round out this study, so we sent mystery shoppers to 70 physical flagship stores to document their in-store experiences — from mobile features to loyalty program mentions — capturing every detail from the integration of mobile into the shopping experience to the presence of loyalty programs in the customer journey.

Our end goal was to help brands and retailers learn new ways of meeting and exceeding ever-evolving shopper expectations, especially in the face of marketplaces taking a bigger chunk out of the retail puzzle. To get the full scoop, be sure to tune in and subscribe to our podcast on Apple Podcasts, Google Play Music, Stitcher — or wherever you listen to podcasts.

If you have another interesting topic that you’d like us to cover on the Marketing Cloudcast, let us know! Email your suggestions to cloudcast@salesforce.com.